Service Desk Specialist II

Description

• Determine the appropriate course of action within the incident management process (ITIL).
• Maintain technical and professional knowledge by reviewing publications, establishing personal networks, and attending training.
• Works under limited supervision on non-routine, moderately technical assignments.
• Research and resolve more difficult and complex problems that have been escalated to next level.
• Create and maintain documentation of complex procedures and provide status updates to users.
• Participate in team projects that enhance the quality and efficiency of the Service Desk, and in support of applications.
• Requires participation in on-call support and as part of a weekly rotation.
• Update and close Service Desk tickets for work being performed.
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure).
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
• Utilize and update knowledgebase.
• Provide initial support/first contact resolution of workstation problems and application interface issues

Requirements

• Excellent Communication skills
• ITIL, A+ Certification
• High School Diploma or equivalent
• Microsoft O365
• Ability to Multitask
• Minimum of 2 years of job-related experience
• Customer service skills
• Microsoft SCCM
• Computer hardware skills
• Smart Phone skills IOS and Android
• SAP knowledge (a plus)
• Regularly uses judgment in work assignments and decision making that affect operations.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance